"Article": "How to Install Software\r\n\r\nSDS HelpDesk Solutions software you will download has been compressed into a self-extracting executable file called \"Full.exe\". Move this file to its own directory or to a zip disk for safe keeping. This file consists of the full installation of the SDS HelpDesk Solutions. You will only need to download the full version once. For updates please download \"Latest\" which is much smaller in size, and has only the files that have changed. The date that the files were uploaded are indicated next to the hyperlink.\r\n\r\n1. Double-click on the Full.exe file. A dialog box will open. If you want to unzip the installation files to a different directory, change the path in the Unzip to Folder edit box. Click the Unzip button. The file will decompress itself into over a hundred separate files.\r\n\r\n2. Before proceeding with the installation, close all applications that are currently running.\r\n\r\n3. Double-click on the file called \"setup.exe\". The installation program will now start. Follow any instructions provided by the installation program. A shortcut to the HelpDesk program will be created in your Start Menu. \r\n\r\n4. SDS HelpDesk Solutions starts the same way as other Windows programs. \r\nClick the menu bar Start button. Select the Programs option. Click the HelpDesk shortcut. When the program starts, a message will appear saying that the license code was not found. You can obtain a demo code by either E-mailing us at www.ScottDataSystems.com, by calling (303) 499-3727 Monday-Friday from 8:00 a.m. - 5:00 p.m. (Mountain Time), or by Faxing us at (303) 554-0257. Remember to give us your name, company name, address, and phone number. A permanent license code is given to users who purchase the software.\r\n\r\n5. After you click the Exit button on the message screen, you will be asked to enter your license code. Enter the code, and then click the Done button. A message will appear validating your license. The first letter of the code is case sensitive. If you get an Invalid code message, make sure you entered the code \r\ncorrectly. Click the Exit button to close the screen. \r\n\r\nNote: Whenever the program asks for a License Code please enter the one that you used above. You will be asked for this code the first time you switch to the Demo database.\r\n\r\n6. You are now connected to the default HelpDesk database. The only user currently is \"ADMIN.\" \r\n\r\nNote: Enter the default password for ADMIN which is \"admin.\" This can be changed at any time using the Modules menu, Change Password option.\r\n\r\nYou are now ready to start using SDS HelpDesk Solutions.\r\n\r\n7. The default HelpDesk database has a minimal amount of information preloaded into it. This is the database you use to enter your own information. A demo database is also included. We recommend that you use this database initially to evaluate SDS HelpDesk Solutions. To switch to the demo database, click the File menu. Select the Connect option to open the Database Connect dialog box. The path to the HelpDesk database is shown in the box. \r\n\r\n8. Click the Change button. The Open dialog box appears.\r\n\r\n9. Double-click on the Database folder. Three database files will be present. Select the Demo database, and then click the Open button.\r\n\r\n10. The Database Connect dialog box will indicate the connection to the Demo database. Click the Exit button.\r\n\r\nNote: Since you are switching databases, the program will ask for a License Code. Enter the one that you used above, and then click the Done button. Close the Message dialog box. \r\n\r\n11. Select \"ADMIN\" from the Users drop down list. Enter the password \"admin\" and then click the Done button.\r\n\r\nNote: The password is \"hi\" for all other Users in the Demo database. \r\n\r\nCongratulations! You now have access to all SDS HelpDesk Solutions functions. The online help will provide you with additional information.\r\n",
"Hide": 0,
"Title": "How To Install Software"
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"CreateDate": "12/09/98 00:00:00",
"ModifyDate": "12/09/98 00:00:00",
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"Article": "Quantity Measured Unit Abbreviation\r\n------------------------------------------------------------------------------\r\nLength meter m\r\nMass kilogram kg\r\nTime second s\r\nElectric Current ampere A\r\nTemperature degree Kelvin K\r\nLuminous Intensity candela cd\r\nAmout of Substance mole mol\r\n",
"Hide": 0,
"Title": "International System Of Measures"
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"CreateDate": "12/09/98 00:00:00",
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"Article": "Equatorial radius of the earth = 6378.388 km = 3963.34 miles (statute)\r\nPolar radius of the earth = = 6356.912 km = 3949.99 miles (statute)\r\n1 degree of latitude at 40 deg = 69 miles\r\n1 international nautical mile = 1.15078 miles (statute) = 1852 m = 6076.115 ft.\r\nMean density of the earth = 5.522 g/cm^3 = 344.7 lb/ft^3\r\nConstant of gravitation = (6.673+/-0.003)X10^3 cm^3 gm^-1 s^-2\r\nAcceleration of Gravity = 980.665 cm/s^2 = 32.1740 ft/sec^2\r\nVelocity of Light in vacuum = 3 X 10^10 cm/s\r\n",
"Hide": 0,
"Title": "Physical Constants"
},
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"CreateDate": "12/09/98 00:00:00",
"ModifyDate": "12/09/98 00:00:00",
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"Article": "deg F = (9/5) X deg C + 32\r\n\r\ndeg C = 5/9 X (deg F - 32)\r\n\r\nFahrenheit temperature = 1.8 X temperature in kelviin - 459.67\r\n\r\nCelsius temperature = temperature in kelvins - 273.15\r\n\r\nFahrenheit temperature = 1.8 X Celcius temperature + 32\r\n",
"Hide": 0,
"Title": "Temperature Conversion"
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"ModifyDate": "12/09/98 00:00:00",
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"Article": "Several users have called MIS complaining of a run-time error 3044. Here is the current explaination.\r\n\r\nProblem\r\n-------------\r\nKeeps getting run-time error 3044 when accessing parts database.\r\n\r\nSolution\r\n-------------\r\nDatabase was being locked exclusively by another user. Changed default startup so that database is shared.\r\n",
"Hide": 0,
"Title": "Run-time error 3044"
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"Article": "Using the new features in SDS HelpDesk Solutions V4\r\n\r\n1. Issue Record Locking and Editing\r\n\r\nLocking and editing an issue record\r\n\r\nTo Lock and edit an issue record that is being displayed, click on the Edit button. \r\n\r\nObserve the following\r\n\r\n┬╖ If no other user has the same issue record locked then you should see the border of the issue screen turn green. This indicates that the issue can be edited.\r\n┬╖ The caption of the Edit button changes to Update. And the caption of the Delete button changes to Cancel.\r\n\r\nCanceling an Edit to the Issue Record\r\n\r\nTo abort an Edit, click on the Cancel button. \r\n\r\nObserve the following\r\n\r\n┬╖ Any edits will be lost, and the lock on the issue record will be removed. \r\n┬╖ The original contents of the issue record will be restored. \r\n┬╖ The captions of the Update and Cancel buttons are restored to Edit and Delete. \r\n┬╖ The border of the issue screen returns to red indicating that the record cannot be edited.\r\n\r\nModifying and Updating the Issue Record\r\n\r\nMake the desired modifications to the issue record and then click on the Update button.\r\n\r\n\tObserve the following\r\n\r\n┬╖ The issue record is updated in the database.\r\n┬╖ The captions of the Update and Cancel buttons are restored to Edit and Delete. \r\n┬╖ The border of the issue screen returns to red indicating that the record cannot be edited.\r\n\t\t\r\n\r\n2. Unlocking an Issue Record Remotely - Administrators Only\r\n\r\nUnlocking an issue record\r\n\r\n┬╖ Click on the menu item Admin\\Locks.\r\n┬╖ Find the record you wish to unlock. Scroll the list as necessary.\r\n┬╖ Select the desired record by clicking on the Record Id field for the record.\r\n┬╖ Click the Unlock button.\r\n\r\nObserve the following\r\n\r\n┬╖ The selected record is removed from the list.\r\n┬╖ The user that had the record locked cannot do an update of the record. \r\n┬╖ That user can cancel the update if desired. \r\n┬╖ If the user attempts an update the user will receive a message indicating that the record was unlocked by an administrator and cannot be updated and that the user's changes will be lost.\r\n┬╖ The users screen will be refreshed with the original record when the user clicks on cancel or update.\r\n┬╖ Another user, including the first user, can now lock and edit the record.\r\n \r\n\r\n3. Tracking the Time Spent Working on an Issue\r\n\r\nSearch for and select the desired issue record. (refer to the tutorial, user manual or on-line help for information on searching and selecting issue records)\r\n\r\nClick on the Start Timer button.\r\n\r\nObserve the following\r\n\r\n┬╖ The caption of the Start Timer button changes to Stop Timer.\r\n┬╖ The box next to the button displays the elapsed time in hh:mm:ss.\r\n\r\nWhen the particular unit of work on the issue you are recording is complete, do the following.\r\n\r\n Click on the Stop Timer button.\r\n\r\n Observe the following\r\n\r\n┬╖ The caption of the Stop Timer button changes back to Start Timer.\r\n┬╖ A Time Sheet Entry dialog box appears.\r\n┬╖ The dialog box displays the starting time, ending time, elapsed time, the billable time, and the entry type.\r\n┬╖ The billable time defaults to the elapsed time, but can be changed by the user.\r\n┬╖ The time sheet entry will default to being a billable entry.\r\n\r\nThe user now has the following options\r\n\r\n┬╖ Change the billable time by entering a new value in the Billable Time entry field. Therefore the elapsed time does not necessarily have to equal the billable time.\r\n┬╖ Choose not to make the entry billable at this time. At a later time a supervisor can make edits to the billable time entry and can make the entry billable if desired.\r\n┬╖ Select the type of work performed by making an Entry Type selection.\r\n┬╖ Cancel the entry altogether.\r\n┬╖ Make an entry with the default or revised settings.\r\n\r\n To save the time entry click on Make Time Entry.\r\n\r\nNote: A shortcut from the Issue Manager screen to the Time Entry Manager screen is located next to the timer display box. It is the button with the clock graphics.\r\n\r\n\r\n4. Analyzing Time Entries\r\n\r\nYou may analyze time entries by one of the following criteria. Select one of the following options in the Filter By section.\r\n\r\n┬╖ Organization\r\n┬╖ Customer\r\n┬╖ Contract\r\n┬╖ Issue\r\n┬╖ User\r\n┬╖ Entry Type\r\n\r\nDepending on the Filter By selection you must now enter the actual criteria used to select time entry records. Make an entry into one of the following fields of the Filter Criteria section. The wild card characters \"*\" and \"?\" are permitted.\r\n\r\n┬╖ Organization\r\n┬╖ Customer\r\n┬╖ Contract\r\n┬╖ Issue\r\n┬╖ User\r\n┬╖ Entry Type\r\n\r\nIf you wish to filter by date then select one of the date options in Filter By Date. You may also arbitrarily select any date range desired by directly entering a date into the Begin Date and End Date entry boxes.\r\n\r\nTo make date entry easier, you may launch a calendar by clicking on the label next to the Begin Date and End Date entry boxes or by double clicking on the entry boxes.\r\n\r\nStart the selection of records by clicking on the Find button.\r\n\r\nObserve the following\r\n\r\n┬╖ The selected records meeting the search criteria are displayed. \r\n┬╖ The Total Elapsed Time is displayed.\r\n┬╖ The Total Billable Time is displayed.\r\n\r\nNote: The Start Time and Stop Time fields of the record are displayed as hh:mm:ss by default. If it is desired to also display the date, then click on the Show Full Date/Time checkbox and click on the Find button again.\r\n\r\n\r\n5. Printing and Previewing Time Entries\r\n\r\nSnap Shot Reports\r\n\r\n┬╖ Use the steps in Analyzing Time Entries to make record selections.\r\n┬╖ Click on the Preview button for a screen display of the report or on the Print button for a hardcopy of the report.\r\n\r\nExecutive Reports\r\n\r\n┬╖ Click on the Executive Reports icon on the toolbar. \r\n┬╖ Select the desired report and click on Preview or Print.\r\n\r\n 6. Editing Time Entries\r\n\r\nSelect the desired record by clicking on the Id field for the record.\r\n\r\nThe data from the selected record will be loaded into the following entry boxes.\r\n\r\n┬╖ Organization\r\n┬╖ Customer\r\n┬╖ Contract\r\n┬╖ Issue\r\n┬╖ User\r\n┬╖ Entry Type\r\n┬╖ Start Time\r\n┬╖ Stop Time\r\n┬╖ Billable Time\r\n┬╖ Billable/Non-Billable Option Buttons\r\n\r\nThe record data that was loaded into these entry boxes can now be edited.\r\n\r\nMake desired changes to the data in the Filter Criteria section.\r\n\r\nNote: The data can be modified using the drop-down lists, pick lists, or for Organization and Entry Type, the lookup tables. Clicking on the label next to the Customer, Contract, or Issue entry boxes will bring up the Address Book, Contract Manager, or Issue Manager respectively. You can then use the full search capabilities of these screens.\r\n\r\nMake changes to the Start Time and Stop Time.\r\n\r\nNote: To make changing the Start Time and Stop Time easier, you may launch a calendar by clicking on the label next to the Start Time and Stop Time entry boxes or by double clicking on the entry boxes.\r\n\r\nYou may toggle the Billable/Non-Billable field by clicking on the Billable or Non-Billable option buttons.\r\n\r\nIf the time entry is billable, then the Billable Time field may be changed by editing the Billable Time entry box. Enter the new data in hh:mm:ss format.\r\n\r\nClick the Update button when you are finished editing the entry.\r\n\r\n 7. Adding Time Entries\r\n\r\n┬╖ Enter the desired data into the Filter Criteria entry boxes.\r\n\r\n┬╖ User\r\n┬╖ Organization\r\n┬╖ Customer\r\n┬╖ Contract\r\n┬╖ Issue\r\n┬╖ Entry Type\r\n\r\nNote: The data can be entered using the drop-down lists, pick lists, or for Organization and Entry Type, the lookup tables. Clicking on the label next to the Customer, Contract, or Issue entry boxes will bring up the Address Book, Contract Manager, or Issue Manager respectively. You can then use the full search capabilities of these screens.\r\n\r\n┬╖ Enter the Start Time and Stop Time. \r\n\r\nNote: To make changing the Start Time and Stop Time easier, you may launch a calendar by clicking on the label next to the Start Time and Stop Time entry boxes or by double clicking on the entry boxes.\r\n\r\n┬╖ Select Billable/Non-Billable.\r\n┬╖ Click on the Add button.\r\n\r\n\r\n8. Deleting Time Entries\r\n\r\n┬╖ Select the desired record by clicking on the Id field for the record.\r\n┬╖ Click on the Delete button.\r\n\r\n\r\n",
"Hide": 0,
"Title": "Using the new features in SDS HelpDesk V4"
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"Article": "1. Dial extension 3924\r\n2. Enter your existing password\r\n3. At the prompt, enter your new password\r\n4. At the prompt, enter confirmation\r\n5. Hang-up\r\n\r\nYour password has been changed.\r\n",
"Hide": 0,
"Title": "How to change your voice mail access password"
